Title: Network Voice Engineer II (Onsite)
About Cloud Infrastructure & Security Services: Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Location: Houston, TX
Job Summary:-
As the Network Voice Engineer II this position will display expertise with Five9 Virtual Contact Center (VCC) and Intelligent Virtual Agent (IVA) systems administration
Technical Skills : Cisco Firewall Cisco Unified Communication manager Cisco ASA Firewall Cisco ACI Cisco SD WAN Five 9 CISCO Switches, Unified Communication - Cisco Switching & Routing Cisco
Roles & Responsibilities :
This role involves collaborating with cross functional teams to architect deploy and maintain contact center solutions that enhance customer experience increase operational efficiency and drive business outcomes in both verbal and written form with the Business IT leadership and vendors. Taking the complex concepts related to Five9 VCC\IVA connectivity and configurations technical operations and problem resolution communicating terms providing clear information to aid in the decision making process for the enterprise strategically technically which maintain regulatory protocols.
- Manage and maintain Five9 IVA\VCC all operational tasks and documentation.
- Configure and manage inbound and outbound call campaigns IVR ACD VCC Dialog flow.
- Manage day to day Five9 performance overall ensuring calls are routing recording and flowing as expected.
- Manage and maintain voice recording integration with Five9 VCC and Verint.
- Develop and maintain integrations between various systems using APIs including sandbox environments for testing and development purposes.
- Perform system debugs on the routers and switches perform analysis to determine resolution.
- Monitor Five9 platform to ensure security and availability for onsite and remote TDECU employees.
- Manage and administer Verint systems including workforce optimization (WFO) solutions for contact centers.
- Support service desk throughout incident life cycle.
- Contribute\Lead the planning and implementation of scripting and queue changes for Five9 IVA\VCC
- Support integration of VOIP and Video conferencing.
- Develop help sheets and FAQ lists for internal customers.
- Provide analysis to make recommendations for improvements and efficiencies to Five9 agents.
- Perform other duties as required or assigned.
Salary and Other Compensation:
Applications will be accepted until 06/20/2024.
The annual salary for this position is between $$90,000 - $105,000 depending on the experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and is subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.